Can we show a Button as "SLA Breached" if the Request is Overdue?
Dear All, If the request is overdue (i.e., Breached the SLA) can we show a Button on the Request Details Page as "SLA Breached" through Page Script? Regards, Wajahath Farooq
Secondary Email (IDs)
Hello, what is the purpose of "Secondary Email (IDs) " field? Thanks SG
Error with auto scan for inventory
Hello everyone, I was configured auto discovery and auto scan to keep the inventory of my business up to date. Today, I've seen that my inventory was deleted, so I went to auto scan and is not working. When I force it manually, I get this error "Endpoint
Disable the option to "Dissociate"?
On occasion when a new change is implemented that causes issues, we will associate those tickets with the applicable change from the "Requests" module: All of the associated tickets can then be viewed within the "Changes" module by clicking on the "Requests
About SDP PostgreSQL passwd
Hello, May I ask what is the default password for the SDP database use SDP Ver 13.0. thank you.
Copy and replace field and form rules
Hi, Is there still no way to copy and replace a field and form rule from one incident template to another template? If I modify a rule in template A and then copy the same to template B i get an error message if the rule already exists in template B with the same name. We have 113 templates set up and i need to modify one field and form rule in every template, please tell me that I don't have to do this manually :) Regards Alexander Nordin Region Halland
Reply template share with specific group or technician
Hello, If possible, I would like to request a feature on "Reply Template" access permission that can be visible to a specific group or technician. ServiceDesk Plus: 14.7 Build 14710
Custom SDP Report
Dear Team , I am looking for a report that will show me all the support groups, the owner and group technician in charge I have this report, but it doesn't show me what I need select qd.QUEUENAME "Support group", au.FIRST_NAME "Technician",AaaContactInfo.EMAILID
Requests API V3 Gives Results from API Documentation site but not Postman for same inputs
I am trying to get a Postman API v3 call to provide results from our on-premises v3 API. When I use the following input_data from our instance's API Documentation site (https://{ourURL}/SetUpWizard.do?forwardTo=apidoc) that allows you to test the API,
Is it possible to organize custom fields?
I have created a new Non-IT asset to contain our SIM cards. To this I have added several custom fields to reflect SIM card infor such as IMSI, ICCID, PUK, ADM1 etc. The problem is that in Assets, when the SIM type is selected and 'Import using form' or
How can we pop-up Alert Message if their is No Attachment during Form Submit?
Dear All, We have made the Attachment field Mandatory for a Service Template but we also need to pop-up the alert message for the user if he/she doesn't attached the required attachments during the Form Submit. Please let us know how can we achieve this
ManageEngine User Conference 2024 - Turkey
Dear Customers, We at MangeEngine are thrilled to invite you to our upcoming User Conference happening on May 21 and 22 in Istanbul,Turkey. This two-day event is packed with leadership forums, product technical workshops, one-on-one networking meetings,
New Jersey and San Diego - We are coming back with ManageEngine User Conference
The ManageEngine User Conference is back in the USA, and we are super excited to meet our customers. This year, the conference will take place on May 14 and 15 in Newark, New Jersey and Sept. 19 and 20 in San Diego, California. New Jersey Date: May 14-15,
Create scheduled request or send scheduled emails
Hello all, how are u? I have a question about ServiceDesk plus cloud, is there any way to create new scheduled request? Or if isnt possible natively, is there any way to send scheduled emails from ServiceDesk? Because if I configure request creation by
Method for Notifying Technician When Timer Starts / Status Changes
I have recently been making more frequent use of the Onhold status and similar statuses which will stop the timer. I have found that if I schedule the status to change back to Open at a later date and time it can be quite easy to miss that it has become
Download old version of ServiceDesk Plus
Hi, I do a restore of data from a DB made with ServiceDesk 8022. From your site I can only download the build 8026 and when I go to restore data gives me an error. it is possible to downgrade? help me. Giandox.
Page script doesn't run
Hi, I have a couple of page scripts in our environment that doesn't execute unless I refresh the page. It's a bit annoying and not very user friendly. Is there a way to make them execute without refreshing the page?
Reply Request Template - First Name
Is it possible to add a variable so that a reply email to a request uses the requestor's first name only instead of their full name ($RequestorName). Would appreciate this as it would make the email appear more friendly.
Mandate task before request is closed.
Hello, I am looking for a way to make tasks mandatory before the request is closed. Our technicians are closing request without marking off the tasks as complete.
ServiceDesk Plus Log in Error due to Timezone
Hi, Some users of our servicedesk are encountering problems while logging into the system. Issue identified is timezone conflict, upon checking the timezone on the device it's the same as the one on the system, even changing it does nothing. As you can
After upgrading from 14700 to 14720, the Service Desk does not work.
Good afternoon! After upgrading from 14700 to 14720, the Service Desk does not work. run.bat works without errors
Request for SQL Query Report where the Status is "Onhold" for more than 3 Days and Approval Status is Not "Pending for Approval"
Dear All, Can I have a SQL Query report which will demonstrate the request which is "onhold" for more than 3 Days and is Not "Pending for Approval" with the required below columns: a) Request ID b) Requester c) Created Time d) Subject e) Group f) Technician
Auto. Close the Resolve Task after 2 Days
Dear All, Is it possible to Auto. Close the Resolved/Canceled Tasks after 2 Business Working Days? Similar to the concept of Request Closure Rules. Regards, Wajahath Farooq
SDP Admin account restore in UAT?
Dear SDP, We have created a UAT environment, by mistake the admin has deleted the admin account. Is there a command that we can run to regenerate the generic Account with generic pwd? DB: Postgre App version: 14200
[Tips & Tricks] Share requests to make your helpdesk process simpler and help your technicians be more efficient
Hello folks, HelpDesk technicians involve handling different kind of issues everyday. Most of the times, a request needs to be handled by different groups. For example, when a user reports a laptop issue, it could be an issue with hardware or software and so on. Unarguably, this request has to be worked on a collaborative effort and this can be very beneficial for technicians and for users as well. As the title suggests, ServiceDesk Plus has a feature that allows technicians to share requests with
automatically adding tasks
Hi Is there a way to automatically add a task to any request that comes from a particular email address? Kind regards H
How to Increase the Count of Additional Fields from 50 to 150 on specific Service Category?
Dear All, We have created a Service Category and it has several Templates and with many fields. Now, we have observed that we cannot add more than 90 fields on Common to both Incident/Service Request and 50 Field (Max.) on specific Service Category. Please
Query report question
Hi, Is it possible to list all requests that has been assigned to a specific support group during its life cycle? The support group are often assigned requests from other support groups and dispatch requests to other groups.
SDP Enterprise - Automation: How to get notified when a ticket has been open for more than 2 weeks
Is there a way to get notified when a ticket has been open for more than 2 weeks if so how do you do it I can't seem to find it. I've been looking a custom workflows and triggers but I can't seem to get it working.
Report in SDP 8.0.0 does not support Arabic language
Hi all , I face small trick when i was export a report to pdf file the Arabic words don't appear , but in excel it's working fine . I need pdf file , what i should doing ?!
Report Paasword
I set attachment file password but when I export a report, the password doesn't work!
Survey - ability to submit anonymous survey
Are there plans to enable anonymous surveys within SD+? Use case: sending out periodic surveys to users to gather generalized service data. This type of survey is not related to a specific request and is intended to gauge quality and solicit feedbac
Adding notes to report
Hi I would like to add a column for notes to the below report. Running postgres sql. Thank you! SELECT "wo"."WORKORDERID" AS "Request ID", "pd"."PRIORITYNAME" AS "Priority", "lvd"."LEVELNAME" AS "Level", "aau"."FIRST_NAME" AS "Requester", "ti"."FIRST_NAME"
Notify Items Receiver (technician) to receive remaining items from the Vendor every 1 Week?
Dear All, While Raising the PO we've mentioned the quantity to be received by the Vendor as 50 (for example), but the Vendor have partially shipped the items as 40 only (remaining 10). Now, how can we send the notifications every 1 Week (as a Remainder)
How to notify users by email when suspending a work order and inform them of the "status change comment" in the email
Hello The version of SDP is V14720. I hope to notify requester of relevant work order information by email when a technician suspends a work order, and be able to inform users of the content filled in by the technician in the status change comment when
[Free webinar] How do you measure the business benefits of IT initiatives?
Hi there, Struggling to quantify IT’s contribution to productivity? Transform your IT from a sideline function to a strategic powerhouse. Join the session and discover strategies on substantiating IT's value as a key contributor to organizational efficiency:
View Password field!
In many cases, IT technicians send usernames and passwords of some software services in response to user tickets. These details are communicated to the users both in the service desk and in the email, and the passwords can be seen in plain text in the
one question!!
Why is this not something new and not updated? Product Roadmap (servicedeskplus.com) And nothing has changed here since last summer All the new features and improvements to unpack this summer | ManageEngine ServiceDesk Plus
Public survey widget in self-service portal
Public survey widget in user self-service portal can be great. like this image
[SDF - 71685 ]Send SMS to Requesters
Hi in Servicedesk plus is possible Send SMS to Requesters?
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